By Katherine Kiang
KaTsZoNe
KaTsZoNe Newsletters > KaTsZoNe - Issue 112 - Work and Live to Serve


1 May 2014

Hi everyone,

Welcome to May's episode of KaTsZoNe!  I hope you've all had a nice spring so far.  In Toronto, it is still colder than normal seasonal temperatures and hopefully that will change soon.  Larry said, forget spring, just bring on summer!  I was thinking the exact same thing a week ago.  It's not surprising that we are likeminded.  Everyone wants the same thing! 

In the past few months, I feel very blessed to have met new people in my life.  I found a financial planner at TD Waterhouse and we are working well together.  I have also met some new waitresses at Wimpy's in Richmond Hill.  After my mom passed away, I went there quite often and had some good conversations and they really looked after me when I was stressed.  Last week, I met great staff at Richmond Hill Hyundai where I bought a new car!  Yes, indeed, I am quite excited to have traded in my mom's 1998 Hyundai Accent.  I am not going to tell you which car I bought -- you'll just have to call or email me!  Oh, I know, I'm such a tease.  Some of you already know about it but have not actually seen it. 

I feel that the people I have met in recent months who work in the retail and service industries are examples of those who live by this motto:


                         Nobody cares how much you know, until they know how much you care.
                                            (Theodore Roosevelt, American, US President)


In the midst of our day to day problems and conflicts, it is not easy to stay positive and show people that we care about them.  When people ask us for help or when we need help, it's not always easy to keep calm, be professional, and care about the other person.  We don't always have a great day.  We complain when things do not go right, all the time.  We complain when we did not receive exceptional service the odd time when we went to pick up coffee.  As most of you may know, I am a long time, loyal Starbucks customer.  Are my drinks always perfect?  Nope.  But, if I know Josh does not get my drink the way I like it, I will ask him to change it or mention it the next time.  Amy (the Starbucks manager near my house) always makes my "dirty chai" the way I like it!  In spite of my not having a "perfect" experience, it does not stop me from caring and chatting with Josh, Amy, Paul, and all the other baristas.  Caring works both ways.  If my server is caring, how much effort does it take to reciprocate and be a caring customer too? 

More stories about customer service.  My mom and I were also good Eddie Bauer customers!  In Newmarket, I recently met a Eddie Bauer salesperson I had not seen for a long time.  She knew my mom and she asked me how my mom was. I told her my mom passed away.  She said, she felt so sorry and seemed genuine.  At Fairview Mall, the Eddie Bauer manager also knew my mom and when I told him my mom passed away in September, he gave me a hug.  We've never hugged in the past.  One day, he left me a voicemail message about a private sale event.  He mentioned that he also had not seen me in awhile and asked if I was doing well.  I really appreciated his message and was touched by it.  I popped in to see him the day of th event and we chatted for a bit.  Nowadays, when I see him at the store, as I leave, he tells me to take care and gives me a hug - like a brother from a different mother.  That is not just good customer service -- it is exceptional!

If you spend some time at a place of business and start to feel like you're part of the family, very much like the tv show Cheers where everybody knows your name, then you know there is something special there.  If you work in an office, restaurant, car dealership, bank, school and you feel like your co-workers are like family, that is exceptional.  It doesn't mean that people don't have arguments, disagreements and it's cloud 9 every day, but, like a family, hopefully, people care about one another, serve and support each other to achieve great things!


                Work and live to serve others, to leave the world a little better than you found it

                  and garner for yourself as much peace of mind as you can.  This is happiness.
                                    
(David Sankoff, Russian/American, Inventor, 1891-1971)



I am looking forward to summer! I hope you will send me notes about your summer vacation plans. Enjoy May and I shall be back in June for another episode of KaTsZoNe!

Take care,

Katherine

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